Operations Support Lead
Location: GB, LND, London
Salary range: 25000-40000
Employment type: Full-time
Required experience: Associate
Required education: Unspecified
Industry: E-Learning
Function: Customer Service

Company profile:
At FutureLearn, we want to inspire learning for life. We offer a diverse selection of free, high quality online courses from some of the world’s leading universities and other outstanding cultural institutions.Our aim is to connect learners from all over the globe with high quality educators, and with each other. We believe learning should be an enjoyable, social experience, with plenty of opportunities to discuss what you’ve studied, in order to make fresh discoveries and form new ideas.FutureLearn is being built by experienced educators, disruptive thinkers, entertainment experts and geeks.  Our team combines years of experience building great online and mobile experiences for consumers globally.We are a private company wholly owned by the Open University, with the benefit of over 40 years of their experience in distance learning and online education. Our partners include over 20 of the best UK and international universities, as well as institutions with a huge archive of cultural and educational material, including the British Council, the British Library, and the British Museum.We are growing fast. We need people who believe that the opportunities of a great education should be open to everyone. We need people who want to be part of the challenge to break down barriers and inspire millions of people to continue their learning journey throughout their lives. And we want people interested in working for an innovative web company in a fast-moving sector.  Bring your skills, pioneering spirit and collaborative instincts, join our team and be at the forefront of this amazing adventure.

Job description:
We're looking for a brilliant Operations Support Lead to assist in the delivery of FutureLearn’s paid products and services and help our learners from all over the world with queries or problems they might have about things they have purchased from FutureLearn. The successful candidate will ensure that our learners love every interaction with FutureLearn so much that they want to tell others about how brilliant we are, even when they have a problem.The Operations Support Lead will be specifically responsible for dealing end-to-end with customers who purchase products from FutureLearn, including:Project management of exam preparation with content partnersQuality assurance of statements, exams and other items sold by FutureLearnSmooth delivery of any products purchased by learners on FutureLearnGeneral day-to-day management of third-party suppliers who provide services for learners on FutureLearn’s behalf (including but not limited to exam provision and statement printing)Being the first point of contact for educators who have queries about examsBeing the first point of contact for learners who have queries about any item they have purchased from usThe Operations Support Lead will also work hand in hand with our User Support Lead, to:Acknowledge and manage feature requests logged in our customer feedback tool, UserVoiceResolve product or service problems by clarifying the learner's problem; determining the cause of the problem; selecting and explaining the best solution; following up to ensure resolutionTriage support tickets and flag urgent content or product issues to the relevant team within FutureLearnLiaise with our moderation team to deal with abusive contentWrite new FAQ items around common purchase queriesRecommend tools and processes to help support large numbers of users

Requirements:
Demonstrable hands-on experience managing online support by email or using tools such as Zendesk, Get Satisfaction or similarExcellent project management skillsExcellent written and spoken EnglishExcellent problem solving skillsExperience in conflict resolutionExperience of supplier managementA meticulous eye for detail and a methodical mannerA good sense of humour and positive attitudeDesirable qualitiesInterest in higher education and learningExperience of studying online coursesHands-on experience of UserVoice

Benefits:
We're constantly looking to add to the range of benefits that we offer staff at FutureLearn:Great annual leave allowanceFlexible working allowedPaid time off allowed for charity workPaid for work related training &amp; developmentInterest free season ticket loansChildcare VouchersCycle to Work scheme